Customer emotions in service failure and recovery encounters

Emotions play a significant role in the workplace, and considerable attention has been given to the study of employee emotions. Customers also play a central function in organizations, but much less is known about customer emotions. This chapter reviews the growing literature on customer emotions in employee–customer interfaces with a focus on service failure and recovery encounters, where emotions are heightened. It highlights emerging themes and key findings, addresses the measurement, modeling, and management of customer emotions, and identifies future research streams. Attention is given to emotional contagion, relationships between affective and cognitive processes, customer anger, customer rage, and individual differences

Reducing the environmental impact of surgery on a global scale: systematic review and co-prioritization with healthcare workers in 132 countries

Background Healthcare cannot achieve net-zero carbon without addressing operating theatres. The aim of this study was to prioritize feasible interventions to reduce the environmental impact of operating theatres. Methods This study adopted a four-phase Delphi consensus co-prioritization methodology. In phase 1, a systematic review of published interventions and global consultation of perioperative healthcare professionals were used to longlist interventions. In phase 2, iterative thematic analysis consolidated comparable interventions into a shortlist. In phase 3, the shortlist was co-prioritized based on patient and clinician views on acceptability, feasibility, and safety. In phase 4, ranked lists of interventions were presented by their relevance to high-income countries and low–middle-income countries. Results In phase 1, 43 interventions were identified, which had low uptake in practice according to 3042 professionals globally. In phase 2, a shortlist of 15 intervention domains was generated. In phase 3, interventions were deemed acceptable for more than 90 per cent of patients except for reducing general anaesthesia (84 per cent) and re-sterilization of ‘single-use’ consumables (86 per cent). In phase 4, the top three shortlisted interventions for high-income countries were: introducing recycling; reducing use of anaesthetic gases; and appropriate clinical waste processing. In phase 4, the top three shortlisted interventions for low–middle-income countries were: introducing reusable surgical devices; reducing use of consumables; and reducing the use of general anaesthesia. Conclusion This is a step toward environmentally sustainable operating environments with actionable interventions applicable to both high– and low–middle–income countries

Processing of radioactive waste solutions in a vacuum evaporator- crystallizer

Results of the first 18 months' operation of Hanford's vacuum evaporator- crystallizer are reported. This process reduces the volume of radioactive waste solutions and simultaneously converts the waste to a less mobile salt cake. The evaporator-crystallizer is operating at better than design production rates and has reduced the volume of radioactive wastes by more than 15 million gallons. A process description, plant performance data, mechanical difficulties, and future operating plans are discussed. Also discussed is a computer model of the evaporator-crystallizer process. (auth

Galvanostatic anodizing of additive manufactured Al-Si10-Mg alloy

The galvanostatic anodizing behavior of additive manufactured (AM) Al-Si10-Mg alloy was studied in H2SO4 electrolyte. The analysis of the voltage vs time response was complemented with a systematic characterization of the anodic oxide layer using a variety of techniques. In addition, a cast alloy of approximately the same chemical composition as that of theAMspecimens was used as a reference in this study. Significant differences were found in the voltage-time characteristics of the samples analyzed. Besides, an anisotropic anodizing behavior was observed in the additive manufactured specimens. Due to the fine silicon microstructure present in the additive manufactured samples, the anodic oxide growth was much more obstructed than for the cast alloy. Nevertheless, even though the oxide layer was generally thinner in the AM samples for the same conditions and anodizing time, a much more continuous and uniform oxide layer was found in the additive manufactured specimens compared to the cast alloy. The porous structure was found to be greatly affected by the fine distribution of the silicon phase in the AM parts.SCOPUS: ar.jinfo:eu-repo/semantics/publishe

UK Eutrophying and Acidifying Atmospheric Pollutants network (UKEAP). Review for Defra

This Review document was commissioned by Defra to help assess the current status of, and future needs for, monitoring of acidifying and eutrophying pollutants in the United Kingdom. As part of this review Defra wishes to identify potential cost savings and efficiencies. Context of UKEAP measurements within UK Measurements Measurements of pollutant concentrations in air and rain within the UKEAP allow maps of pollutant exposure and pollutant budgets to be calculated. This is a key element in estimating risks to ecosystems and evaluating the impact of policy measures in reducing such risks. The measurements also help validate modelling studies and support many of the other measurements made within Defra and other Agency supported monitoring in the UK, for example at ECN sites and heavy metal monitoring sites. Of these other networks only the ECN is likely to undergo a substantial revision in the near future with the transformation to the ECBN. The coordination of UKEAP sites with the changing ECBN could not be considered in detail at this stage, but there is continuing liaison between the two projects which may be expected to increase in the future. Key points of the review Overall the current UKEAP measurement suite captures most of the important species relevant to the objectives of the project, specifically concentrations in precipitation and ambient concentrations of the most important aerosol and gas phase species. All the species measured are still considered to be relevant to meeting the UKEAP project aims. Other species considered for measurement are organic carbon, organic nitrogen and halogen acids in addition to chlorine (F, Br, I). It is considered that the organic nitrogen (organic-N) component is a key measurement which is not being made, but a methodology for routine monitoring of organic-N is not yet available. Developing such a methodology should be given high priority. Monitoring of organic carbon and nonchlorine halogen acids are not considered important to the objectives of the UKEAP network. A decision with respect to the future organisation of data archiving and public access needs to be confirmed in consultation with Defra. Once decided the implementation can quickly proceed. The components of the programme are discusse